1st Source Bank - South Bend, IN

posted about 2 months ago

Full-time - Entry Level
South Bend, IN
Credit Intermediation and Related Activities

About the position

The Inbound Customer Service Center Representative I is responsible for providing quality service to clients via telephone, addressing both internal and external customer inquiries, and assisting in problem resolution. The role requires a flexible schedule to accommodate the center's operating hours, which include evenings and Saturdays. The representative will work closely with the management team to evaluate and improve customer service processes, ensuring a high level of customer satisfaction and loyalty.

Responsibilities

  • Respond accurately to both external and internal customer inquiries.
  • Assist the management team in evaluating the approach to resolving client online banking and accessibility issues.
  • Make recommendations for improving solutions based on IT training and experience.
  • Service existing and potential customers via telephone inquiries.
  • Listen carefully and ask targeted questions to gather information from customers.
  • Exceed customer expectations through superior service delivery.
  • Maintain knowledge of products, procedures, and policies to effectively assist customers.
  • Provide efficient customer service while meeting established productivity metrics.
  • Work effectively both individually and as part of a team.
  • Develop rapport with customers and discover their needs.
  • Complete compliance training as required.
  • Understand and comply with applicable laws and regulations.
  • Use various computer systems for information gathering and troubleshooting.
  • Perform other duties as assigned.

Requirements

  • One or more years of previous banking experience preferred.
  • Ability to work in a team atmosphere.
  • Excellent communication skills, particularly in a phone-based environment.
  • Strong problem-solving skills.
  • Strong organizational and time management skills.
  • Ability to treat people with respect and instill trust.
  • Bilingual speaking (English/Spanish) preferred.
  • Computer skills in Word and Excel; ability to navigate various software and systems.

Nice-to-haves

  • Bilingual speaking (English/Spanish) preferred.
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